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If you’ve reserved but are yet to complete the purchase of your home and you’re dissatisfied with the service we’ve provided, please raise your concerns with your Sales Executive at the Sales Information Centre.

If you’ve already moved into your home and are dissatisfied, please contact your appointed Customer Relations Manager or your local Customer Service team as they’re best placed to address your concerns once you’re settled in.

Alternatively, you can contact us by phone, email, e-form below, or post, and provide us with the following information:

  • Your name, address and contact details
  • A clear description of your complaint or any dissatisfaction and any evidence you wish to submit
  • Details of what you'd like us to do to resolve the situation
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Step 1 Written acknowledgement

We will send you a written acknowledgement of your complaint within 24 hours from the first business day after we receive your complaint (Complaint Initiation Date). This will include:

  • A reference number of your complaint
  • The name and contact details of the person handling your complaint
  • An overview of the complaint process and the expected timeframe
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Step 2 Path to resolution

We will send you a path to resolution letter within 7 days of the written acknowledgement. This will include:

  • A summary of your complaint and the main issues
  • An outline of the steps we will take to investigate and resolve your complaint
  • Any information or documents we need from you to assist our investigation
  • An indication of when you can expect a final response or a closure letter if we are able to as it may not be possible at this stage
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Step 3 Complaint Assessment and Response Letter

We will endeavour to resolve your complaint as quickly as possible, and we will continue to provide you with a weekly update on the progress of your complaint. Within 30 days of receiving your complaint, we will send you a letter with our review and outcome. This will include:

  • A report on each complaint and how we resolved it, or why we need more time or work to do so
  • An explanation of our decision and the reasons behind it
  • Information about any dispute resolution service or ombudsman service you can contact if you are not satisfied with our outcome
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Step 4 If you remain dissatisfied

If your problem has not been fully resolved or consider that the handling of your complaint has not been adequate and you remain dissatisfied with the response, you can request of the Customer Director that a review is carried out. The local Customer Director has overall responsibility for ensuring our customers receive the highest levels of care and will ensure that your dissatisfaction is handled by the most appropriate person in the regional office.
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Step 5 Closure letter

We aim to resolve your complaint within 56 calendar days of the Complaint Initiation Date. Once we have reached a decision, we will send you a closure letter, which will include:

  • A summary of your complaint and the outcome
  • An explanation of the reasons for our decision
  • Any actions taken or agreed to resolve the issue
  • Information on how to escalate your complaint to an external body, if you are not satisfied with our decision

If we are unable to resolve your complaint within 56 calendar days, we will send you a letter explaining the reason for the delay and the expected timeframe for a resolution.

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Step 6 External Escalation Contacts

If you’re dissatisfied with either our final response, or with any delay in providing our final response you may be able to ask the Consumer Code or your home warranty provider for an independent review, or alternatively approach the New Homes Ombudsman Service. 

Who you contact will depend on when you reserved your home. For all reservations made before 1 November 2022, visit our Consumer Code page. For all reservations made on or after 1 November 2022, visit our NHQC page below.

We value your feedback, and we appreciate your patience and cooperation throughout the complaint process.

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